Putting The Putting The Customer FirstCustomer First

Tuesday April 30, 2009Tuesday April 30, 2009

DRE LICENSE NUMBER DRE LICENSE NUMBER MUST BE ON FIRST POINT MUST BE ON FIRST POINT OF CONTACT MATERIALS.OF CONTACT MATERIALS.

This bill also requires agents’ This bill also requires agents’ license numbers on real property license numbers on real property

purchase agreementspurchase agreements

DRE CAN DISCIPLINE DRE CAN DISCIPLINE LICENSEE FOR INFLATING LICENSEE FOR INFLATING

BPOSBPOS Beginning on January 1, 2009 the DRE Beginning on January 1, 2009 the DRE

can suspend or revoke a real estate can suspend or revoke a real estate license if the licensee generates an license if the licensee generates an inaccurate opinion of value (Broker inaccurate opinion of value (Broker Price Opinion or BPO) for a short sale Price Opinion or BPO) for a short sale of residential real property to of residential real property to manipulate the lender to reject the manipulate the lender to reject the short sale or to acquire a financial or short sale or to acquire a financial or business advantage, such as obtaining business advantage, such as obtaining a listing agreement a listing agreement

TENANT VICTIMIZED BY TENANT VICTIMIZED BY DOMESTIC VIOLENCE CAN DOMESTIC VIOLENCE CAN

TERMINATE TENANCYTERMINATE TENANCY Beginning on Beginning on September 27, 2008September 27, 2008 a a

tenant can terminate a tenancy upon tenant can terminate a tenancy upon giving a 30-day written notice to giving a 30-day written notice to terminate, if the notice also informs terminate, if the notice also informs the landlord that the tenant or a the landlord that the tenant or a household member has been a victim household member has been a victim of domestic violence, sexual assault, of domestic violence, sexual assault, or stalking as defined. The tenant or stalking as defined. The tenant must attach to the notice a copy of a must attach to the notice a copy of a temporary restraining order.temporary restraining order.

ATTITUDE ATTITUDE DETERMINES DETERMINES

ALTITUDEALTITUDE A Customer is not dependent on A Customer is not dependent on

us; we are dependent on our us; we are dependent on our customer. customer.

The customer is the most The customer is the most important person to serve. important person to serve.

The customer is not an The customer is not an interruption to our work; he is interruption to our work; he is the purpose of it. the purpose of it.

I’VE HEARD THERE IS A I’VE HEARD THERE IS A RECESSION GOING ON AND WE RECESSION GOING ON AND WE AT PINNACLE HAVE DECIDED AT PINNACLE HAVE DECIDED

NOT TO PARTICIPATE.NOT TO PARTICIPATE. Choose to see this business as abundant, Choose to see this business as abundant,

not scarce. not scarce. Adversity has helped us get better and Adversity has helped us get better and

stronger. stronger. There are many examples at Pinnacle who There are many examples at Pinnacle who

are having an excellent year. are having an excellent year. 69% of Investors believe that real estate is 69% of Investors believe that real estate is

a better investment than stocks – Chief a better investment than stocks – Chief Economist @ Texas A & M Real Estate Economist @ Texas A & M Real Estate Center.Center.

THREE HELP THREE HELP POINTS TO AVOID POINTS TO AVOID

PROCRASTINATIONPROCRASTINATION

1. Complete big tasks first thing in 1. Complete big tasks first thing in the morning. Make a the morning. Make a TO DOTO DO list. list.

2. Break Big Jobs into smaller ones.2. Break Big Jobs into smaller ones.

3. Team up with a fellow agent & 3. Team up with a fellow agent & hold each other accountablehold each other accountable

The 6 P’sThe 6 P’sPROPER PROPER

PRIOR PRIOR

PLANNING PLANNING

PREVENTS PREVENTS

POOR POOR

PERFORMANCEPERFORMANCE

THINK CONCIERGETHINK CONCIERGE

1.“What else can I do for you?”1.“What else can I do for you?”2.“What is most convenient for 2.“What is most convenient for

you?” you?” 3.“How may I serve you?” 3.“How may I serve you?” 4.“Thank you”4.“Thank you”5.“Yes” Become a yes person – 5.“Yes” Become a yes person –

Jim Carey MovieJim Carey Movie

PUT PEOPLE FIRSTPUT PEOPLE FIRST

It Shows Them That You CareIt Shows Them That You Care

Technology is great & Technology is great & Paperwork is a must….Paperwork is a must….BUTBUT

Remember Remember we are in the people we are in the people businessbusiness..

New business is 7X more New business is 7X more expensive and more exhaustive expensive and more exhaustive than referral business. than referral business.

GET SERIOUS ABOUT GET SERIOUS ABOUT KEEPING YOUR KEEPING YOUR CUSTOMERS.CUSTOMERS.

We are tempted to move on to “next” We are tempted to move on to “next” business.business.

Go back and see your client after Go back and see your client after C.O.E.C.O.E.

Only 40% of clients ever get a Only 40% of clients ever get a contact from their agent after contact from their agent after closing. closing.

Less than 20% of agents ever have Less than 20% of agents ever have their clients in a database.their clients in a database.

GET SERIOUS ABOUT GET SERIOUS ABOUT KEEPING YOUR KEEPING YOUR

CUSTOMERSCUSTOMERS Relationship marketing is Relationship marketing is

easy, affordable and funeasy, affordable and fun Each of us represents the Each of us represents the

other 500+ agents @ other 500+ agents @ Pinnacle each time we meet Pinnacle each time we meet or speak with anyone – or speak with anyone – clients, potential clients OBs.clients, potential clients OBs.

USE PROPER USE PROPER ETIQUETTE AND ETIQUETTE AND

NETIQUETTENETIQUETTE Use a professional e-mail addressUse a professional e-mail address Always use “please” and “thank Always use “please” and “thank

you” you” For Business, use Mr. & Mrs., For Business, use Mr. & Mrs.,

Dr….Dr…. Read your e-mail messages over a Read your e-mail messages over a

few times before sending it.few times before sending it.

USE PROPER USE PROPER ETIQUETTE AND ETIQUETTE AND

NETIQUETTENETIQUETTE Come across respectful and Come across respectful and

friendly.friendly. There is a tone even in non-verbal There is a tone even in non-verbal

communication.communication. Don’t abbreviate –U shud use ful Don’t abbreviate –U shud use ful

wrdz, Plz and thnxwrdz, Plz and thnx Slang is not good. Offensive Slang is not good. Offensive

language is never OK. Can be language is never OK. Can be traced.traced.

MAKE YOUR CLIENTS MAKE YOUR CLIENTS SMILE & LAUGHSMILE & LAUGH

A little fun with customers A little fun with customers can make a huge difference.can make a huge difference.

Laughter is a great stress Laughter is a great stress reliever.reliever.

MAKE ONE MAKE ONE ENCOURAGING CALL ENCOURAGING CALL

EACH DAYEACH DAYEquates to 200 great Equates to 200 great

contacts in a year.contacts in a year.What is it you can do a What is it you can do a

little extra that might little extra that might make a big difference make a big difference

GIVE PEOPLE MORE GIVE PEOPLE MORE THAN THEY EXPECT!THAN THEY EXPECT!

Always look to do something extraAlways look to do something extra It is that little extra that makes a It is that little extra that makes a

BIGBIG difference in keeping customers difference in keeping customers happy.happy.

Under promise and over deliverUnder promise and over deliver Call them before they call you Call them before they call you Keep your promises Keep your promises Earn their trustEarn their trust

GIVE PEOPLE MORE GIVE PEOPLE MORE THAN THEY EXPECT!THAN THEY EXPECT!

Be there for all inspections & Be there for all inspections & appraisals even if it takes a long appraisals even if it takes a long time.time.

Don’t send assistants for face to Don’t send assistants for face to face big issues.face big issues.

Be a good Listener!Be a good Listener! Show them your marketingShow them your marketing Return calls immediatelyReturn calls immediately

GIVE PEOPLE MORE GIVE PEOPLE MORE THAN THEY EXPECT!THAN THEY EXPECT!

Show them ALL homes available-Show them ALL homes available-including REO’s & Short Pays. including REO’s & Short Pays.

Communicate on a regular basis. Communicate on a regular basis. Once a week is not enough!Once a week is not enough!

They want us to understand them They want us to understand them & their needs.& their needs.

Keeping them updated & guiding Keeping them updated & guiding them in the right directionthem in the right direction

Be specific, Not genericBe specific, Not generic

GIVE PEOPLE MORE GIVE PEOPLE MORE THAN THEY EXPECT!THAN THEY EXPECT!

Give feedbackGive feedback Follow through on CommitmentsFollow through on Commitments Be very knowledgeable and Be very knowledgeable and

professionally prepared professionally prepared Be Upfront & HonestBe Upfront & Honest Treat them the way you want to Treat them the way you want to

be treatedbe treated Treat them with respectTreat them with respect

GIVE PEOPLE MORE GIVE PEOPLE MORE THAN THEY EXPECT!THAN THEY EXPECT!

Meet more regularly Face-to-FaceMeet more regularly Face-to-Face Educate them with changes in the Educate them with changes in the

MarketplaceMarketplace Know the neighborhoodsKnow the neighborhoods Let the client do the talkingLet the client do the talking Keep them informed on contract & Keep them informed on contract &

contingency issuescontingency issues Show them that you care about Show them that you care about

them!them!

““AIM FOR AIM FOR SERVICE AND SERVICE AND

SUCCESS WILL SUCCESS WILL FOLLOW”FOLLOW”                                                            

  -Albert Schweitzer-Albert Schweitzer

The Bottom LineThe Bottom Line

IF YOU LOVE REAL IF YOU LOVE REAL ESTATE, ESTATE,

IT WILL LOVE YOU IT WILL LOVE YOU BACKBACK